Service

Customer Care

Although EcoCateringSupply.com is a commercial restaurant supply house, we welcome sales to consumers. Please be aware, though, that there are some important differences in our products, and in the way that we sell them, from your typical kitchenware retailer. Generally, restaurant grade products are tough and durable, but they sometimes lack the level of aesthetic finish that we are accustomed to in products developed for consumers. Also, because we operate on lower profit margins, and because we are set up to serve restaurant owners who generally know exactly what they want, we do not offer as generous a returns policy as more consumer oriented suppliers - see Returns below.

ORDERING

There is no minimum dollar amounts for orders at EcoCateringSupply.com. Some items may have minimum quantity requirements. Minimums may also apply for specially priced items and custom products.

PAYMENT

We accept the following convenient forms of payment: Visa, Master Card, American Express, Discover, PayPal. We also accept Check Payments. We can begin processing your order once the check has cleared. Select Check option during checkout.

Open Accounts: In order to keep costs low and products affordable, we do not accept Open Accounts at this time.

HOURS OF OPERATION

Customer service is available during our business hours 10:00 AM to 6:00 PM (EST) Monday through Friday

Currently, we will ship to anywhere in the contiguous United States as well as Alaska, Hawaii, and Canada. We are unable to ship to PO or APO/FPO boxes. If a shipping carrier deems your address inaccessible for delivery, they will make final delivery at the closest shipping terminal or return the shipment to us. If you are concerned about delivery to your address, please contact us before placing your order.

For international orders, we can ship to your US freight forwarding port. To arrange delivery, please click here to contact us.

In order to reduce carbon footprint, all orders ship from our warehouse nearest to manufacturer origin or in some cases direct from the manufacturer. This may result in you receiving your order at different times if you ordered more than 1 item. Please note that we are not set-up for in-warehouse pick-ups. All orders must ship out via UPS or Freight Courier.

RETURNS & REPLACEMENTS

We offer a 15-day money back guarantee should your item be defective, wrong, or broken. We will happily replace this item and ship it to you right away.

Defective, Wrong, or Didn't Receive Item
If you receive an item and it’s broken, has a defect, not working or the wrong item, call us and we’ll arrange for a replacement to be sent right away. Please contact us within 5 days of receipt of the item.

Damaged in Shipment
Damaged merchandise must be reported within 5 days. However if you’ve signed for the item ‘free and clear’, we have no claim on the shipping company. Be sure to sign for items only when you see no visible damage to the shipment. Please contact us within 5 days and we’ll arrange for reshipment.

Ordered Wrong Item or Changed Mind
Please note that we cannot accept returns or exchange items other than those that are defective or wrongly shipped, due to the food safety nature of our products.

How To Return An Item
Note: Obtain a Return Authorization Number and Return Address.
We are unable to accept unauthorized returns, so please be sure to contact customer service prior to returning any items to us. Email our Returns Department at returns@EcoCateringSupply.com -or- Call 1-888-740-8831 between 10:00 AM and 6:00 PM (EST) Monday through Friday. You will need to provide us with the following information:

1. Your Name
2. Your Business or Organization Name
3. Order Number
4. Item Number of item(s) to be returned
5. Condition of the items to be returned
6. Complete or Missing pieces/parts
7. Undamaged or Damaged
8. Reason for Return Request
9. Clearly mark your Return Authorization number on the shipping label of your return package.

To ensure proper credit, the Return Authorization should not be written on the box itself, but clearly indicated on the shipping label. Your cooperation will help avoid delayed credit for your return.

Mail your returned items to the address given by our returns department. The goods associated with your Return Authorization must be post-dated within 7 days of Return Authorization issuance. We cannot be held responsible for lost packages, so we recommend using a traceable shipping method such as UPS ground track. Return credit is issued only for the product total and does not include shipping and/or handling charges. If a Call Tag has been issued on defective or damaged merchandise, UPS will make 3 attempts at pick up. After 3 failed attempts to pick up the damaged goods, the Return Authorization and refund will be cancelled, leaving the customer responsible for any costs related to the reshipment of goods.

Receiving your Refund
After your return has been received at our warehouse, credits are typically posted to the customer’s account within 15 to 20 business days. This allows up to 5 days for processing at our warehouse, up to 5 days for processing by our returns department and up to 10 days for processing by the customer’s financial institution. You can check the status of your return at any time by contacting a friendly representative in our Returns Department
*To expedite your refund, email your package tracking number to returns@EcoCateringSupply.com

You may update your account information at anytime by logging into your account.

GENERAL

Although we do our best to represent our product descriptions, inventory levels and prices fairly, we do make mistakes. In these cases, we reserve to right cancel any order and refund the customer's money as a full remedy.